Service Delivery Manager & AI/Data Analyst Lead

In HP’s Workforce Delivery Service (WDS) organization we are transforming the way we take care of Managed Services customers through roles and process changes. This position will be key to plan our next step into revamping our processes and using new technologies to make wise use of automation available to increase effectiveness.  

This role and will work closely with Process and Automation experts to drive value through projects associated with process re-design and automation. The role requires a resourceful approach to identify process subject matter experts and key stakeholders and a poised, tenacious approach to breaking down siloes and solving issues. This is a hands-on role, diving deep to understand the current situation and processes in the business and thinking big to understand blockers and issues. 
Responsibilities  

• Manages and leads initiatives involving multiple functions and project teams to drive process improvement for a product or service offering. 

• Consults with business leaders to identify relevant internal, client and external processes for optimization; leads review of audit and assessment results to identify trends and issues, perform root-cause analysis, develop recommendations for resolution and track effectiveness of remedies. 

• Develops and directs development of schedules, critical deliverables, budget, resource allocation plan, and other support requirements for process improvement initiatives. 

• Manages activities of supporting project teams and internal partners; ensures progress against established plan and makes determinations based on analysis of business information to alter or update schedule and resource allocation to meet product requirements and schedules. 

• Communicates initiative progress, escalations, and issue analysis to stakeholders; collaborates with management and internal development, manufacturing and service delivery partners to implement changes to resolve escalated issues and produce solutions. 

• Drives innovation and integration of new technologies and quality initiatives into projects and activities in the organization. 

• Provides guidance and mentoring to less- experienced staff members. 

Education and Experience Required  

• Bachelor's or Master's degree in Quality Management, Business Management, Engineering, Computer Sciences, or equivalent; 

• Lean Six Sigma Black Belt or other Quality certification required. 

• Project management certification such as PMP/PMI certification required. 

• Experience using Visio, Zoom, SharePoint, Advanced excel, Power Query, Service Now, Power BI and SmartSheet. 

• Knowledge of data and AI technologies, such as SQL, Power BI, Azure, etc. preferred. 

• Agile methodology training and/or experience preferred. 

• Knowledge of programming languages, such as C#, VB.NET, Python, etc. would be an advantage. 

• Typically, 10+ years experience. 

Knowledge and Skills:  

• Strong analytical, statistical, problem-solving, and communication skills in English and Spanish.  

• Strong process mapping skills with attention to detail, customer first and lean thinking 

• Ability to work independently and in a team.  

• Ability to learn new skills and technologies quickly. 

• Proven track record of leading cross company process design projects including customer global, cross-functional initiatives. 

• Experience designing and developing data collection and analysis tools and software packages to gather, integrate and analyze data from multiple sources. 

• Proven experience to drive root-cause analysis, modelling and testing methodologies to identify areas for process improvement with a L6 approach. 

• High degree of flexibility and the ability to work within a fluid, constantly changing environment. 

• Proven ability to create a collaborative environment, and work with/influence across functions within the organization to achieve actionable results. 

• Expert negotiation and influence skills, and group facilitation. 

• Great initiative, and hands-on get-things-done attitude. 

• Knowledge of the HP’s processes would be an advantag